Ever felt lost in understanding how banks resolve customer complaints?
Or wondered who really helps when a bank rejects your complaint?
If you’re preparing for JAIIB, CAIIB, or any banking certification exam, this topic is a game-changer! In this video, we dive deep into the Consumer Protection Act – Part 2 under Module A of Principles and Practices of Banking (PPB).
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We’re not just touching the surface—we’re breaking down real processes like how RBI handles customer complaints, what powers an Internal Ombudsman (CCSO) has, and how the Integrated Ombudsman Scheme 2021 changed the entire landscape.
Whether you’re a banker aiming for promotion, a student preparing for IIBF exams, or someone curious about your rights as a banking customer—this video is tailor-made for you!
🎥 So don’t miss out—watch till the end, drop your thoughts in the comments, and make sure to grab your free downloadable PDF below!
🎬 👉 Before we dive in, watch this video for a complete breakdown:
🕒 Body (Based on Timestamps):
00:00 – Introduction to the Session
Ashish Jain highlights the importance of Consumer Protection Act – Part 2 and how it’s crucial for PPB Module and real-life banking.
00:33 – RBI’s Grievance Redressal Review System
- Annual review of bank service quality
- Uses data from CMS, feedback & Ombudsman cases
02:14 – 3-Step Grievance Handling Process
- Identify issues via data
- Root cause analysis
- Banks submit grievance improvement plan
03:20 – Role of Principal Nodal Officer (PNO)
- Appointed at GM level or above
- Coordinates with RBI, handles escalations
- PNO contact info must be displayed online & at branches
06:43 – Public Sector Banks Grievance Handling
- Identify branches with repeated complaints
- Staff reshuffling & PRO appointment
- Training and detailed replies on complaint rejections
08:51 – Internal Ombudsman (CCSO)
- Mandatory for banks with more than 10 branches
- Must be independent (not ex-employee)
- Reviews rejected complaints before final bank decision
12:30 – RBI’s Integrated Ombudsman Scheme 2021 (IOS)
- One scheme replaces previous three (1995, 2018, 2019)
- One Nation, One Ombudsman
- Applies to NBFCs, wallets, UPI, Co-op banks (₹50 Cr+ deposits)
15:09 – Structure & Jurisdiction
- 22 Ombudsman offices (as of 2021)
- Central processing via CRPC, Chandigarh
- Complaint resolution via facilitation, mediation or award
17:37 – Complaint Filing Process
- Online via cms.rbi.org.in
- Via email, post or in person (not through advocate)
- Include complete customer, transaction & complaint history
18:46 – Ombudsman Powers
- Request documents from banks
- Order up to ₹20 Lakhs (financial loss)
- Up to ₹1 Lakh (mental harassment)
21:33 – CRPC Complaint Screening
- Invalid (e.g., suggestions, queries)
- Not Maintainable (not under RBI ombudsman scope)
- Valid & Maintainable (processed further)
23:48 – 3-Step Resolution Flow
- Facilitation
- Mediation
- Binding Award
26:01 – Proceedings at Ombudsman’s Office
Informal process. Banks must respond within 15 days with supporting documents. Delay may cause loss of appeal rights.
[FREE EPDF] PPB chapter 19 | Module A Part 1 INTEGRATED OMBUDSMAN SCHEME 2021
28:17 – Final Award by Ombudsman
- Corrective action (e.g., refund, charges reversal)
- Up to ₹20 Lakhs compensation for financial loss
- ₹1 Lakh for mental harassment
📝 Conclusion
This session explained how RBI ensures customer protection through structured grievance redressal—from PNOs to Integrated Ombudsman Scheme 2021.
🎯 Start implementing this knowledge in your banking exams and real-life cases.
💬 Have questions? Drop them in the comments below!
📢 Like, share, and subscribe for more videos like this. Stay tuned for Part 3 of Chapter 19!
📥 Download Free PDF Notes
Click below to download the session notes:
👉 Download PDF: INTEGRATED OMBUDSMAN SCHEME 2021– Part 2
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